Comments (Customer visible) are not being posted in the activity log

samuelscott · ‎05-09-2019

Hello SNOW Community,

I'm running some tests, and I noticed that my developer instance is not posting comments whenever I try to post something under the "Comments (Customer visible)" field, however, on my testing instance it works fine. Could someone please help me figure out this issue?

*I'm aware of the filter icon that lets you manipulate what to consider log worthy.

I'll attach an image:

Allen Andreas · ‎05-13-2019

Well...this isn't a record producer? This is a form for a record that's already been produced, correct?

So I want to make sure we're talking about the same thing. I also don't see work-notes on this form either...which is OOB for ITIL.

So a few questions:

1) What table is this record on?

2) Confirming...this is NOT a record producer, but an actual form?

3) You'd need to check ACL's for this table...look for the WRITE ACL for comments..and see if there is one and if something there would prevent you from posting comments

4) If 3 is not an issue, then you'd want to check this specific form for UI Policies/Client Scripts/Data Policies and see if anything is using the comments field....like preventing comments, monitoring comments, etc. Is the comments field involved in ANY client script, UI policy, data policy, and if so...disable it...and try posting, then fix the issue.

Please mark reply as Helpful/Correct, if applicable.

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

Stephanie Mello · ‎12-09-2024

And how did you solve this?